Encompass provides various EDI support services, including adding new trading partners, adding new documents, and, for our customers on annual maintenance, support with bug fixes and upgrades to ERP. You can utilize the following EDI support resources based on your needs and current contract with Encompass.
Support Resources
To log a support request for your EDI software, please email your request to edisupport@encompass-inc.com. This will automatically generate a support ticket within our system, which is triaged on a daily basis. You will receive an acknowledgement of receipt and an associated ticket number for your reference.
Managed Services
If you are currently under an EDI Managed Services contract, you may log your support request using help@encompass-inc.com. Support requests under this designation will receive a response under SLA within two hours of submission.
Escalation
If there is a need for an escalation, such as a downed system or other serious issue, and you are not able to reach your assigned lead consultant, you may reach out directly to the EDI Practice Manager, Leslie Ivey at livey@encompass-inc.com.
If the EDI Practice Manager is unavailable, you may alternatively escalate to the Operations Manager, Dave Cranshaw, through operations@encompass-inc.com.
Support Hours
The Encompass EDI team provides customer support between the hours of 8 AM and 5 PM ET.
About Encompass Solutions
Encompass Solutions is a business and software consulting firm that specializes in ERP systems, EDI, and Managed Services support for Manufacturers. Serving small and medium-sized businesses since 2001, Encompass modernizes operations and automates processes for hundreds of customers across the globe. Whether undertaking full-scale implementation, integration, and renovation of existing systems, Encompass provides a specialized approach to every client’s needs. By identifying customer requirements and addressing them with the right solutions, we ensure our clients are equipped to match the pace of Industry.